Marriott International, Inc Hiring for Spa & Recreation Manager Job at Dubai Full Time

JOB SUMMARY

Position has responsibility for supervising and coordinating activities of employees delivering spa & recreation services, including salon if any, skin care, program coordination, reservations, reception desk, massage and locker room areas. Position focuses on ensuring guest and employee satisfaction and achieving the operating budget.

SCOPE / BUSINESS CONTEXT

• A Full Time position based at JW Marriott Marquis Dubai with an oversight of Spa department at the Marriott Harbor.
• Position requires two half days at the Marriott Harbor to provide leadership and oversight of the spa and recreation department at that property
• Number of Direct Reports – 2
• Titles of Direct Reports – Asst.Spa & Recreation Manager (one at the JWMM and one at the Marriott Harbor)

CANDIDATE PROFILE

Experience:

• Minimum 4years’ experience as a manager in the Spa / recreation operations or related professional area.

Skills and Knowledge

• Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Analytical/Critical Thinking – The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.

Education or Certification

• Spa training or experienced certificate
• Post Graduate not required-Any specialization

CORE WORK ACTIVITIES

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Assisting and Caring for Others – Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
• Demonstrating Knowledge – Demonstrating knowledge of job-relevant issues, products, systems, and processes.
• Managing Daily Operations of the area or department – Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Modeling Appropriate Behaviors – Serving as a role model to demonstrate appropriate behaviors. Adapting and role modeling brand standards at all times
• Training and inspecting the team on sanitation, maintenance of the facilities etc. on a daily basis.
• Walking around all areas such as pool, retail, gym, spa etc. regularly to observe any issues and or concerns regarding standards and or maintenance.
• Responsible for AES in the department by role modeling Marriott culture and holding everyone accountable fairly and consistently.
• Training and developing the team to execute all job responsibilities.
• Motivate and hold team accountable
• Walk the talk and align with managers to ensure positive environment.
• Responsible for guest voice and TripAdvisor results by training, role modeling and by holding people accountable.
• Responsible for sales and profit
• Responsible for Marketing and developing sales and revenue.

• Supervising Associates – Supervising and managing associates. Managing all day-to-day operations. Understanding associate positions well enough to perform duties in associates’ absence.
• Exceeding Customer Expectations – Providing services that are above and beyond for customer satisfaction and retention
• Coaching and Developing Others – Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Improving Service – Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
• Ordering, managing, and providing Supplies – Ordering and managing necessary supplies. Ensuring workers have supplies, equipment, tools, and uniforms necessary to do their jobs.
• Scheduling Work and Activities – Scheduling events, programs, and activities, as well as the work of others.
• Administering Performance Appraisals – Participating in the performance appraisal system process, giving feedback when needed
• Ensuring Communication of Expectations and Objectives – Ensuring that expectations and objectives are clearly communicated to subordinates; subordinates are also open to raise questions and/or concerns
• Supporting Management of Spa & Recreation Operations and Budgets: Assumes the responsibilities of the Spa Director in his/her absence.

• Manages overall operations of spa & recreation department.
• Ensures all employees have the proper supplies, equipment and uniforms.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
• Manages supplies and equipment inventories within budget.
• Maintains cleanliness of spa & recreation and related areas and equipment.
• Manages pool and activities staff to ensure brand standards of hospitality and cleanliness are met.
• Ensures all facilities are in appropriate operating condition.
• Schedules work/repairs as needed with the Director of Services and Engineering Department.
• Maintains and enforces safety standards and procedures with the spa & recreation staff.
• Ensures appropriate fees are charged to guests and that proper cash handling procedures are followed by all members of the spa & recreation staff.
• Selects and ensures appropriate training and certification of all spa & recreation staff.
• Schedules and maintains appropriate coverage of all spa & recreation operations.
• Manages spa & recreation department man-hours and expenditures as budgeted.
• Provides ongoing coaching and training to staff members.
• Makes final decisions regarding the opening and closing of the pools and spas, based on weather and condition of facility.
• Understands the impact of department’s operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals.

Ensuring and Delivering Exceptional Customer Service

• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.
• Handles guest problems and complaints.
• Empowers employees to provide excellent customer service.
• Emphasizes guest satisfaction during all departmental meetings and focusing on continuous improvement.
• Strives to improve service performance.

Conducting Human Resources Activities

• Solicits employee feedback, utilizing an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
• Ensures employees understand expectations and parameters.
• Brings issues to the attention of the department manager and Human Resources as necessary.
• Observes service behaviors of employees and providing feedback to individuals.
• Participates in employee progressive discipline procedures.
• Participates in an on-going employee recognition program.
• Reviews comment cards and guest satisfaction results with employees.
• Supports a spa & recreation orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Supervises on going training initiatives and conducting training when appropriate.
• Establishes and maintains open, collaborative relationships with employees and ensuring employees do the same within the team.
• Celebrates successes and publicly recognizes the contributions of team members.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Assists the Spa Director in managing the day-to-day operations of the spa, gym, pool & any other recreation facilities as necessary.

MANAGEMENT COMPETENCIES

Leadership

• Adaptability – Determines how change affects self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
• Communication – Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behaviour; and models active listening to ensure understanding.
• Problem Solving and Decision Making – Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanour – Exhibits behavioural styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams – Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results – Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing – Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Co-worker Relationships – Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships – Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mind-set – Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability – Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management – Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning – Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen – Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
• Technical Acumen – Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
• Basic Competencies – Fundamental competencies required for accomplishing basic work activities.
  • Basic Computer Skills – Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  • Mathematical Reasoning – Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
  • Oral Comprehension – Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Reading Comprehension – Demonstrates understanding of written sentences and paragraphs in work-related documents.
  • Writing – Communicates effectively in writing as appropriate for the needs of the audience.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Notify Loss Prevention/Security of any guest reports of theft.

Policies and Procedures

• Follow company, hotel and department policies and procedures.
• Follows Marriott International Hotels Limited Regional Office policies and procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors and Management.
• Working hours as required to do your job but normally not less than 48 hours per week.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
• Assist other employees to ensure proper coverage and prompt guest service.
• Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests’ service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Read and visually verify information in a variety of formats (e.g., small print).
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International’s luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.